When Andréa Abita first started using Salesforce, it was just a system—a place to receive tickets. But through her journey from member-facing roles to internal operations, she began to see it differently. As Associate Director at NYU Langone Health's NICHE Program, Andréa Abita doesn't just configure workflows—she builds systems that make people's lives easier.

In this episode of Accidental Salesforce Admins, host Robert Sur sits down with Andréa Abita to talk about the moment she stopped asking "what can Salesforce do?" and started asking, "what do our members actually need?" Her clarity and care are unmistakable—from redesigning data processes to coordinating across finance, support, and learning systems. But what stands out most is her deep commitment to listening, sharing knowledge, and lifting others.

Whether she’s supporting hospital systems through change or empowering creative communities outside of work, Andréa Abita proves that leadership isn’t about features—it’s about service, trust, and building with purpose.

Andréa Abita is the Associate Director at NYU Langone Health’s NICHE Program, a national initiative focused on improving care for older adults through nursing excellence. With a background in member support and operations, Andréa Abita champions systems that put people first—both inside and outside of Salesforce.

Connect with Andréa on LinkedIn

• Shifting from "what can Salesforce do?" to "what do our members need?"
• Using outreach to close feedback loops and tailor experiences
• Transforming internal processes through better cross-team collaboration
• The power of empathy in member-facing roles—and why people just want to feel heard
• Creating “one-stop shop” workflows across support, finance, and membership
• Building user pull and shrinking the change for behavior adoption
• The role of project management in setting boundaries and protecting joy
• How one Slack message led to a special interest group of 80+ hospital professionals
• The importance of listening to understand—not just respond
• Bringing creativity and clarity to even the most repetitive roles

• NICHE (Nurses Improving Care for Healthsystem Elders)
• Studio Space – a creative platform Andréa Abita co-founded
• StudioSpace.com (mentioned by Andréa Abita)
• Gantt charts, Smartsheet, and Salesforce as internal tools
• “Listen to understand, not to respond” – Andréa Abita's leadership mantra

Accidental...

Too many teams still believe the myth: more data equals better decisions. But when your field teams ignore your tools and CRM adoption stays low, it’s time to ask a different question—are we helping people understand the data or just piling it on?

Host Robert Sur sits down with Paul Pacun, founder of Vablet, to explore how sentiment lives in behavior, not surveys—and how true sales enablement starts with listening. With 15 years of experience turning real feedback into business-ready tools, Paul shares how a tablet placed on a patient’s lap sparked insights that helped drive smarter content, better sales conversations, and CRM updates that actually happen.

They unpack how refining data—like turning sand into silicon—requires clarity, context, and constant feedback loops. If you’ve ever rolled out a tool no one used or been asked to build a report no one reads, this episode will hit home.

👤 Guest Bio

Paul Pacun is the founder of Vablet, a field sales platform designed to work in the real world—where reps can work offline, automate CRM updates, and close business without fighting their tools. For over 15 years, Paul has transformed live field feedback into sales enablement solutions that reduce friction and support business leaders.

🔗 Paul on LinkedIn

📌 What We Cover

• Why collecting more data won’t make your teams smarter
• A real-world story of 5,000+ media views and what they revealed about sales behavior
• Why true sentiment is found in content engagement, not optional survey buttons
• How “media view” metrics can offer more authentic insight than intent data
• The myth of full adoption and why finding early champions is key
• How Chipotle’s watch app inspired smarter UX through user intent
• A better way to name roadmap projects: lead with the problem, not the tech
• How pivoting from doctors to pharma saved a launch
• Why asking “what sand do I need to give you to build the next chip?” changes the admin’s mindset
• Why even a 99-page PDF can be improved by tracking what people actually look at

🔗 Resources Mentioned

• Vablet (field sales platform)
• ClearSlide (competitor reference)
• Salesforce
• Marketo
• Pardot
• Marketing Cloud
• Chipotle watch app
• Starbucks AI demo app
• Oura Ring
• Demofest
• Delegate — delegate.team/accidental

Boardrooms everywhere are buzzing about AI—but few know where to begin. In this episode, host Robert Sur welcomes Rich Radford, VP of Client Solutions at Seanergy.ai and a self-proclaimed “recovering accidental Salesforce admin.” Together, they confront the gap between AI hype and meaningful execution.

Rich shares firsthand stories—from healthcare systems using AI to book appointments and chart patient notes, to a VP of operations discovering their company was tapping only 10% of AI’s potential. They examine why most companies are stuck in inertia, how fear of failure and fragmented data holds teams back, and what real readiness for AI looks like. You’ll hear what happens when leadership gives permission to fail fast, and how one Fortune 500 firm is turning 58,000 employees into AI bot managers—complete with employee numbers.

For Salesforce Admins navigating AI adoption, this is your blueprint for making the leap from aspirational to actual.

Rich Radford is VP of Client Solutions at Seanergy.ai. A veteran technologist with experience across cloud, security, and AI, Rich has implemented ERPs, consulted on Salesforce and marketing automation, and now builds AI-driven business solutions. A former accidental Salesforce admin himself, he now helps clients unlock strategic potential through practical AI use cases.

🔗 Connect with Rich on LinkedIn

• How to close the gap between AI hype and real execution
• Why most companies only tap 10% of AI’s current potential
• The HP program training 58,000 employees to build AI bots with employee numbers
• What makes AI adoption succeed—push, pull, and focused execution
• Case study: AI agents that schedule medical appointments and reduce no-shows
• Case study: Doctors using AI to chart conversations with 30% more throughput
• Why company inertia, fragmented systems, and regulatory fears are blockers
• How to know if your company is ready for AI—and what to do if it’s not
• The importance of small, measurable proof-of-concept projects
• What AI readiness really means: cross-functional teams, clean data, and executive buy-in

• Seanergy.ai
• ChatGPT
• Epic and Athena (EHR platforms)
• ZoomInfo
• Google Ads
• Facebook Ads
• Berkshire Hathaway (mentioned in context of AI investment discussion)